SUJITHBALAN TP

• Managing major technical accounts escalations towards resolution and subsequent betterment - while collaborating with engineering/ product management and customer
  account stakeholders.
• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Prioritized projects and project tasks depending upon key milestones and deadline dates.
• Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
• Collaborated with internal teams to develop customized solutions that addressed unique client needs.
• Collaborating with Account Executives and Sto bring customer accounts escalation to
  resolutions and enhancing the customer experience.
• Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
• Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
• Identified key areas in need of improvement and implemented plans to rectify issues.
• Evaluated clients' needs and created plan of action to provide solutions.

Manage Large Enterprise UC Cluster for clients.

• IPT Technical Executive for Client Quanta Services.
• IPT Technical Lead for Client Sony Corporation of America.
• Final Escalation point for any IPT related issues.
• Provide UC L3 support for Enterprise customer.
• New Site deployment from PBX to Cisco IPT.
• Configure/Manage H323 / SIP Gateways.
• Manage Ascom Gateways and IMS3 server upgrade and Maintenance.
• Upgrade CUCM/CUC/UCCX.
• Supervision of junior level Engineers.
• Support and Configure Ascom PBX ,IMS3 ,Ascom Phones.
• Administration and troubleshooting of Cisco Unified Communication Manager and Cisco Unity servers.
• Monitoring and troubleshooting Voice gateway protocol (H.323, MGCP, SIP) and SRST.
• Implementing and testing SRST and MGCP fallback for the remote Cisco Gateways.
• Troubleshoot incidents using RTMT, CDR, DNA and Cisco Serviceability webpage.
• Exporting & consolidating the data from Call manager through Bulk Administration Tool & Microsoft Excel.
• Handling Service Requests, Incident Requests, Change Requests, Incident Management & Vendor Management.
• Configuration and troubleshooting of ISDN PRI E1/T1 trunks.
• To coordinate with vendors and Cisco TAC whenever there is a complex issue that requires vendor escalation.
• Providing technical support on Hardware and Network connectivity issues to the users.
• Bulk addition and modification of different types of devices in a site through Bulk Administration Tool.

• IPT Technical Lead for Louis Vuitton (EMEA and AMER Region).
• Responsible for Day2day Operations.
• Acting as point of escalation for any P1/P2 incident.
• Experience in Cisco Unified Contact Center Express 8.X.11.X
• Configuration of features in Cisco Unified Communications Manager (CUCM) and CME.
• Configuring and troubleshooting of Cisco Agent Desktop issues integrated with Cisco Unified Contact Center Express.
• Configuration and troubleshooting of Cisco IP phones, Jabber and Click N Dial applications.
• Reviewing and Analyzing Incidents and reviewing the update with the Client and Senior Management on a Daily/Weekly Operation Review.
• Configuring IP phone services (Intercom, Speed dial, Hunt Pilot, Call Pickup Group etc.,) and extension mobility.
• Cisco Agent Desktop, Cisco Jabber (9.X & 11.X.12.X), end support.
• Configuration of VOIP and POTS Dial-peer, Route pattern, Route list, Hunt list.
• Firmware upgradation on Cisco IP phones according to the standard.
• Configuration and troubleshooting of Cisco VG224 for adding FAX and analog phones to CUCM.
• Create SOP for client processes.
• Pulling CDR Record details.
• Cisco Unified Attendant Console Basics.
• Configure and monitor CUCM and CUC.
• Configure and Maintain Cisco Unity Express and Cisco Unity Connection.
• Configure and Maintain MGCP, H323, and SIP Gateway.
• Configure FXS, FXO, ISDN, T1/E1 PRI, T1/E1 CAS.
• IP Telephony Troubleshooting (IPTT) in CUCM, UCCX and Voice GW.
• Exposure in UCS, CIMC and VMware VSphere Client.

• Provide L1/L2 support for Global IPT clients (30 + Clients).
• Deployment of Cisco IP Phones - Series: 7940, 7942, 7960, 7962, 6921, 8831.
• Configuring Call manger features, user features and services.
• Configure Voice mails.
• Configure different CUCM feature like Extension Mobility, Pick up group, Speed dials etc.
• Configuration of Extension mobility.
• Configuration of Hunt Groups, Hunt Pilots.
• Knowledge of POTS and VOIP telephony.
• Configuration of Calling Search Spaces, Partitions, Regions, Locations.
• Configuration of Music on Hold (MOH), CFB, MTP